- Whatever you do, do not take it personally. The people reading this site get to do that, staff do not have that privilege.
- People who criticize usually do so because they feel powerless. Helplessness is one of the biggest sources of frustration and anger for a customer.
- In a customers eyes you are the one with all the power. Be beneficient. Assume that what customers are doing is because something is causing this frustration and approach the issue from that direction.
- Do not respond in a way that will make them feel even more powerless. If you’re not going to respond to a rant or complaint with sympathy, do not respond to the post.
- Criticism tend to be indicative of a larger problem, and are valuable in the sense of measuring the strength of a person’s feelings on a given subject.
- When you present yourself as someone who is desperately trying to help someone fix a problem will make you appear sympathetic. That, in turn, will cause other customers to jump in and defend you in cases where things actually are working. You avoid being the bad guy.
- As soon as someone thinks of you as "the bad guy" once, that label will color other things they hear you say in the future. Even worse, the proof of your appearing in this light will be available and searchable on the internet forever.
- No one ever made a customer happy by proving to them just exactly how much smarter the staff is than they are.